Zoe and the Support Hub

Overview

The Support Hub helps you get access to the information and services you need from a single location. In the Support Hub, Zoe, your digital assistant, can help you with any of these tasks:

• Asking a question
• Accessing our Academy sites to browse for help
• Logging in to CustomerONE to access training resources
• Viewing and creating requests for Support, Services, Business Intelligence, or Partner Enablement
• Invoking a Chat session with an agent
• Contacting Customer Success
• (Gold, Platinum, and Diamond customers) Scheduling a Support or Concierge meeting, or connecting with a TAM (Technical Account Manager) 
• (Platinum and Diamond customers) Scheduling a meeting with Operations Management
• Submitting a request for a product enhancement or a new feature, or providing product feedback
• Accessing our product Release Notes

To access the Support Hub, click the icon in the lower right corner of any Unifyr One Admin page.

Before You Begin

The Support Hub is available to anyone who is logged in to Unifyr One Admin.

If you're a Gold, Platinum, or Diamond customer, and want to access premium services such as the Schedule a Support Meeting, Connect with a TAM, or Operations Management options, you must be logged in with an email address from a CustomerONE account that is subscribed to the Gold, Platinum or Diamond Support Tier, as appropriate.

If you need more information, submit a request to your Unifyr One team.

Contents

Click on the + to expand the instructions for the desired task.

Navigating the Support Hub

When you launch the Support Hub, Zoe provides five options for you to choose from - Knowledge Base, Create or Update a Request, Connect with a Person, Product Enhancement, or Recent Software Updates.

Select the required option. What happens next depends on which option you choose.

To go back or navigate to a different option, use the Support Hub's keywords - see Keywords for Navigation section of this article.

Let Zoe know when your request has been completed - click Yes, problem solved. If you need further assistance, click No, I still need help.

Option	Actions
Knowledge Base	Three options - click one to access a link to the relevant area: Unifyr One Admin Academy - help for configuring Unifyr One using Unifyr One Admin Unifyr One (Partner Portal) Academy - help for navigating and using the Partner Portal CustomerONE Training Courses - training courses and programs
Create or Update a Request	Advice Support is not able to accept tickets from @gmail.com email addresses. Please ensure that you submit tickets from an email address with your organization's domain.  This requirement applies to tickets being submitted to any team: Support, Services, Partner Enablement, Customer Programs, Labs, Customer Success and TAMs. Two options for managing requests and tickets:  Submit a New Request - presents a carousel of teams to which to send a request. Use the left and right arrows to scroll through, then click one to open the contact form: Support - platform questions or functional troubleshooting Services - content creation, portal configuration, data management services Business Intelligence - new/updated reports/dashboards, custom data fields, reporting questions Partner Enablement - partner training, guided tours, open office hours services View or Update My Requests - goes to a list of your tickets
Connect with a Person	You will be prompted for your name (how you'd like to be addressed) and your email address. Enter these to access the options provided for your account: Chat with a person - connect with an available live agent (during chat business hours - Sunday 6pm EST to Friday 6PM EST) If you connect outside of normal chat business hours, or during holidays, you're directed to Create a Support Request in the Unifyr One Admin Academy. If you're a Gold, Platinum or Diamond customer, you're also offered options to schedule a meeting. Contact Customer Success - submit a request to Customer Success for strategic or program assistance and contract questions or renewals. Schedule a Support Meeting (Gold, Platinum and Diamond customers) - get options to Schedule a Support Meeting or Schedule a Concierge Meeting. Both of these options direct you to Calendly, where you can find and book an available slot Support Meeting - a Support Team member can help you with technical questions about the platform or discuss a recurring problem Concierge Meeting - a Support Team member can guide you to the right resources for carrying out implementation or project tasks, such as escalating a support case, getting strategic guidance from your CSM, or upgrading a contract Connect with a TAM (Gold, Platinum, and Diamond customers) - get options to Submit a TAM Request or Schedule a TAM Meeting. Submit a TAM Request - submit a request for a TAM's attention Schedule a TAM Meeting - go to Calendly, where you can find and book an available slot Technical Account Managers (TAM) are our technical resources in the CS organization. TAMs can help answer questions like these: Are we optimizing our use of existing features? Can you make recommendations based on best practice on how we set up/configure the platform features? We are considering an integration project - who can talk through our requirements with us? Operations Manager (Platinum and Diamond customers) - access Operations Management, a service providing proactive oversight support to all ticketing. The Operations Manager is the primary contact, offering existing case escalation, prioritization, and cross-departmental coordination. The Operations Manager offers customers a holistic view of cases in action via regular meetings to discuss status and provide feedback.
Product Enhancement	A link to our Product Insights form, where you can submit a request for a product enhancement or a new feature, or provide product feedback.
Recent Software Updates	A link to the product Release Notes in the Unifyr One Academy.

Keywords for Navigation

These keywords represent the three areas of the Support Hub. Use any of them to navigate to a different Support Hub option, for example to change to Knowledge Base from Create or Update a Request, enter knowledge.

Area	Available Keywords
Knowledge Base	knowledge, training, customerONE, academy
Create or Update a Request	request, update
Connect with a Person	connect, person, agent, human, calendly, concierge, schedule a meeting